Customer Solutions Manager (CSM)

  • Full-time

Company Description

“We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder

Global supply chain management is what we do, but at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics.

  • 15,000 trained professionals
  • 250+ locations worldwide
  • Fortune 500
  • Globally unified systems

Job Description

Scope of Position

The Regional CSM role supports their region in positioning Expeditors’ customer-facing technology and analytical solutions, ultimately driving customer dependency through our capabilities. This requires a solid understanding of Expeditors operations, operational systems, and products in order to identify and position the appropriate solutions to current and potential customers in conjunction with Sales, Account Management, and Product Management. As well, the role maintains a strong understanding of competitor offerings and supply chain cost-saving methods. Communicating Expeditors support of productivity-enhancing or reduction of costs is critical to every client engagement. The position’s primary areas of focus.

  • Fulfill an “Expeditors solutions expert” role for the region 
  • Possess familiarity with Expeditors’ operational systems capabilities.
  • Possess fluency with Expeditors’ customer-facing technology solutions, such as exp.o Visibility, exp.o Analytics, exp.o Booking, Order Management Bookings, Tradeflow, EDI, and others. 
  • Possess a well-versed understanding of how our customers and vendors use systems and how information flows through their supply chains. 
  • Acquire, organize and draw insightful analytics from internal and external client data in order to drive knowledge-based sales and retention meetings. Directly impact closing new business by drawing the conversation away from rate-driven interactions
  • Support in customizing and emphasizing value-added opportunities for RFP & RFQ bids 
  • Conduct frequent training on Expeditors’ systems and customer solutions capabilities with a primary focus on Sales, Account Management, and Department Managers. Increase the field’s overall capabilities to discuss and present our solutions with current and potential customers.
  • Proactively communicate with the region about systems solutions for our customers. 
  • Develop strategic plans on how to increase customer solutions adoption for key accounts in the region

Major Duties and Responsibilities

  • The CSM is required to be familiar with all of Expeditors’ core and customer-facing systems capabilities
  • Leveraging data, the CSM assists with creating a convincing value proposition for program recommendations, close meetings, as well as RFQs/RFIs.
  • The CSM is required to speak knowledgeably and present our capabilities regarding internal business systems (e.tms, e.dms), document imaging (Edoc), EDI, and our systems development philosophy.
  • The CSM is required to understand EDI integration.
  • The CSM will fulfill an Expeditors technology solutions expert role and be available to our sales force for support in presenting any of our systems solutions and generally assist in selling the solution. 
  • The CSM is required to work closely with CHQ, GEO, Sales, Account Management, and product leadership to coordinate technology solutions training for Sales, Account Managers and Department Managers.
  • The CSM is responsible for regional communication to keep Sales, Account Management, Department Managers and DMs informed and educated about our technology solutions. This includes (but is not limited to) holding branch training sessions, regional web conferences, presenting at regional meetings when appropriate, and participation in branch Sales meetings. 
  • The CSM position requires travel and constant communication with our internal organization in order to develop our staff’s customer-facing technology expertise and support solutions presentations. 
  • Collaboration with Expeditors Sales and Account Management personnel, geographic leadership, CHQ CSM leadership, and CHQ IS personnel are required.

Qualifications

Desired Skills and Knowledge:

  • Industry knowledge, understanding of various modes of transport and associated cost-saving valued-added propositions 
  • Strong analytical skills, ability understand a client’s supply chain from their data 
  • Technical knowledge, comfort with engaging in technical conversations on the fly 
  • Familiarity with Expeditors’ systems and operations in all business areas 
  • Understanding of Expeditors’ sales process 
  • Strong presentation skills, ability to sell convincing solutions, leveraging the client’s data 
  • Excellent written and verbal communication skills 
  • Customer Service skills 
  • Excellent follow up skills 
  • Organizational skills

Technical Skills:

  • Microsoft Office, expertise in PowerPoint and Excel 
  • Data visualization experience using Excel, PowerBI, Tableau or similar 
  • Understanding of relational database, ability to extract data, preferably via SQL 
  • Conceptual knowledge of electronic data interchange (EDI)

Additional Information

Reporting Structure:

This position will report to the Regional Vice President. Peers will be all other regional Mid-Atlantic roles. 

Location:

The selected candidate must sit in the Mid-Atlantic region and be available for some regional travel.

Benefits: 

Expeditors offers excellent benefits

  • Paid Vacation, Holiday, Sick Time  
  • Health Plan: Medical, Prescription Drug, Dental and Vision 
  • Life and Long Term Disability Insurance  
  • 401(k) Retirement Savings Plan (US only) 
  • Employee Stock Purchase Plan  
  • Training and Personnel Development Program

All your information will be kept confidential according to EEO guidelines.

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